Re: [rt-users] Updating Ticket Status via PostgreSQL

[Aaron W. Swenson]

On 2015-12-01 15:58, Matt Zagrabelny wrote:

Hi Aaron,

I believe you can do this all in RT.

On Tue, Dec 1, 2015 at 2:33 PM, Aaron W. Swenson
 wrote:
I'm sure this has been answered by someone somewhere, but my Google-fu 
is

not helping me.

I have a few hundred tickets in a production system that I want to 
change
the status with some criteria a bit more sophisticated than RT 
(4.2.12) is

allowing me to do.

The SQL I want to issue is:

UPDATE tickets
   SET status = 'noresponse'
 WHERE status = 'open' AND told < '2015-11-01'
   AND told > lastupdated;

The last condition is the one I can't enter in RT.


In your RT web interface, go to: Search -> Tickets -> New Search.

The key here is knowing that "Last Contacted" is really "Told", or so I 
believe.


From a grep in the source directory:

share/html/Elements/SelectDateType:<&|/l&>Last
Contacted

Once you get your search results, you can bulk update the status 
change.


What I'm getting at is that RT won't let me compare told to last updated 
through that interface.


I can check that told was before a certain date and that last updated 
was before a certain date, but I can't check for told being older or 
newer than last updated.



Effectively, update the status of all tickets that are still open to
"noresponse", where the last update was us sending the requester an 
email.


Is this safe?


Nope. Don't perform update/insert/delete queries directly on the
database. There are things like effective ticket id that your query
doesn't handle. Scrips and things wouldn't fire either.

Cheers,

-m


Is there a way to feed ticket IDs or something to rt-crontool?

[rt-users] Updating Ticket Status via PostgreSQL

[Aaron W. Swenson]

I'm sure this has been answered by someone somewhere, but my Google-fu 
is not helping me.


I have a few hundred tickets in a production system that I want to 
change the status with some criteria a bit more sophisticated than RT 
(4.2.12) is allowing me to do.


The SQL I want to issue is:

UPDATE tickets
   SET status = 'noresponse'
 WHERE status = 'open' AND told < '2015-11-01'
   AND told > lastupdated;

The last condition is the one I can't enter in RT.

Effectively, update the status of all tickets that are still open to 
"noresponse", where the last update was us sending the requester an 
email.


Is this safe? Is there something else I should be updating as well?

Thank you in advance.

- Aaron